Guest Service Associate ***OPEN AVAILABILITY

Position Title: Guest Service Associate
Department: Guest Services/Operations
Reports To: Front Office Manager / Front Office Supervisor
Location: Embassy Suites by Hilton Tulsa I-44, 3332 South 79th East Avenue, Tulsa, OK (USA)
Position Type: Full-Time, Non-Exempt

Overview
Embassy Suites by Hilton Tulsa I-44 is actively seeking a dynamic and experienced Guest Service Associate to shape and optimize our hotel’s guest services landscape.

Position Overview
The Guest Service Associate is responsible for delivering warm, efficient, and courteous service that reflects the hospitality and brand promise of Embassy Suites by Hilton. This role combines front desk and—assisting guest. The position requires flexibility, teamwork, and a genuine passion for delivering memorable guest experiences in every interaction.

Key Responsibilities
Guest Services (Front Desk):

• Greet and welcome all guests in accordance with Hilton Brand Standards, ensuring an efficient and friendly check-in/check-out process.
• Handle guest inquiries, reservations, room assignments, and billing accurately in OnQ or the property management system.
• Resolve guest concerns promptly and professionally, escalating issues to management when necessary.
• Maintain a thorough knowledge of hotel services, amenities, and local area attractions.
• Coordinate with Housekeeping, Maintenance, and Food & Beverage to fulfill guest requests efficiently.
• Balance cash and credit transactions accurately at the end of each shift.

Guest Experience:

• Uphold Hilton’s “Make it Right” philosophy by anticipating guest needs and providing proactive service recovery.
• Communicate professionally and clearly with guests, team members, and management.
• Maintain an inviting and organized lobby area.

Teamwork & Brand Compliance:

• Attend and actively participate in departmental meetings and Hilton brand training.
• Comply with all Hilton CleanStay and Hilton Safety & Security standards.
• Support other departments as needed to ensure seamless guest satisfaction.

Prerequisite Qualifications
Education:

• High school diploma or equivalent required.

Experience:

• Previous experience in guest services or front desk-related hospitality roles preferred.
• Familiarity with Hilton’s PEP or similar system preferred.

Skills:

• Excellent customer service, communication, and problem-solving skills.
• Ability to multitask and remain calm under pressure.
• Professional grooming and presentation aligned with Hilton standards.
• Ability to lift up to 50 lbs and stand for extended periods.

Brand Standards & Core Values

• Deliver service consistent with Embassy Suites’ “Make Yourself at Home” philosophy.
• Uphold Hilton’s core values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now (HILTON).
• Adhere to Hilton’s brand appearance, grooming, and guest interaction standards at all times.
• Maintain compliance with Hilton’s CleanStay sanitation and safety protocols.

Embassy Suites by Hilton Tulsa I-44 is an Equal Opportunity Employer.

Job Types: Full-time, Part-time

Benefits:

• Employee discount
• Paid time off

Work Location: In person